Chapter 17Written Communication

Written Communication

• Vital to health care delivery– Provide important links between patients,

professionals, and facilities• Many kinds of documents

– E.g., reports, charts, records, letters• Ability to write clearly and correctly

– Mark of professionalism

Components of Good Writing

• Logical organization• Attention to detail• Correct spelling, grammar, and format• Complete and accurate

Organizing Content

• Organize so reader can follow easily• All types of documents should be well

organized• Written material must stand on its own

– No chance for reader questions or feedback

Preparing to Write

• Determine purpose– Inform– Persuade– Gather information– Encourage action

• Generate ideas for content• Consider readers

Question

• True or False:– It is best to have only one purpose for a written

document.

Answer

• False• Written document may have more than one

purpose

Question

• True or False:– It is best to avoid using medical terminology in

materials written for patients.

Answer

• True• Most patients do not know meanings of

medical terms

Preparing to Write

• Organize content1. Introduction2. Body3. Conclusion

Starting to Write

• Options:– Create formal outline– Create informal outline– Draw diagram

• Mind map

Starting to Write

• Write first draft quickly– Focusing on content

• Correct grammar and spelling when writing final draft

Question

• Using a mind map to organize content when writing is especially appropriate for _____ learners.A. AuditoryB. KinestheticC. Visual

Answer

• C. Visual• Mind maps

– Types of diagrams– Most useful for visual learners

Starting to Write

• First sections of sample formal outline:I. Introduction

A. Threat to healthB. Vaccine available

II.SymptomsA. Loss of appetiteB. Fatigue

Spell Your Way to Success

• Spelling errors can have serious consequences– Confusion– Medical errors

• Latin- and Greek-based medical terms can be difficult

Spelling Tools

• General English dictionary• Medical dictionaries• Word books for health care specialties• Online dictionaries• Computerized spell-checkers• Pharmaceutical reference guides

Question

• True or False:– Using the spell-checker that comes with word

processing software is usually enough to ensure correct spelling in a document.

Answer

• False• Spell-checkers cannot identify words

spelled correctly but used incorrectly– E.g., to, too, two

Spelling Tips

• Learn major spelling rules– i before e except after c– When to drop final e or double final consonant

when adding suffix– Changing final y to ie– Adding k to words ending in c when adding

suffix– Making words plural

Spelling Tips

• Memorize words that are look-alikes• Review tricky words regularly• Set weekly goals to learn correct spelling of

select words

Question

• Which of the following is the correct spelling for the second month of the year?A. FebuaryB. FebruaryC. Februery

Answer

• B. February• February

– Correct spelling

Learning Strategies for Spelling

• Write words several times• Spell words out loud• Make flashcards• List words on wall chart• Create rhymes or associations• Make personal dictionary

Grammar at a Glance

• Grammar is set of rules that determine structure of a language

• Focus areas:– Capitalization– Punctuation– Writing numbers correctly– Writing titles correctly

Grammar at a Glance

• Correct grammar reflects favorably on professional and facility– Sign of good education, competence, and

professionalism

Question

• Which of the following sentences is punctuated correctly?A. It’s time for Mr. Howard’s medication.B. Its time for Mr. Howard’s medication.C. It’s time for Mr. Howards medication.

Answer

• A. It’s time for Mr. Howard’s medication.• Apostrophe

– Used for contractions• It’s = it is

– Used to show possession• Mr. Howard’s medication

Business Letters

• Business letters create important link between health care providers and their patients and colleagues– E.g., appointment, collection, consultation,

inquiry

Form Letters

• Save time• Personalize with word processing software• Sign personally when possible

Organization of a Business Letter

1. Introduction– State purpose of letter

2. Body– Provide information and explanation

3. Conclusion– Summarize– State action reader should take, if any

Business Letter Formats

• Block– All lines even with left margin

• Modified block– All lines even with left margin except date,

closing, and signature

Business Letter Formats

• Semi-block– First sentences of paragraphs indented five

spaces

Business Letter Contents

• Sender’s contact information

• Date• Recipient’s address• Salutation (greeting)• Subject line

• Complimentary closing• Keyed and written

signatures• Reference initials• Enclosure notation

Question

• On a business letter written by medical assistant Jennifer for Dr. Ramon, the reference initials refer to:A. Dr. RamonB. JenniferC. Dr. Ramon and Jennifer

Answer

• C. Dr. Ramon and Jennifer• Reference initials refer to both Dr. Ramon

and Jennifer

Mailing Business Letters

• Preparing letters for mailing– Use plain paper for second (and following)

page• Fold properly

Mailing Business Letters

• Address envelope– Use all caps– Do not punctuate– Use zip code– Do not write in lower-right-hand corner– Include return address in upper-left-hand corner

Memos

• Purpose:– Share information within organization

• E.g., policy changes, schedules

Memos

• Guidelines:– May print or send electronically– Write clearly and concisely– Make easy to understand– Ensure value exists for recipient

• Avoid excessive numbers of memos

Meeting Agendas

• Reason for meeting• Date and location• Start and end times• Topics to be discussed• What attendees should bring, if applicable• Guest speaker(s), if applicable

Minutes of Meetings

• Documents meeting• Informs those who did not attend• Creates record of facility business• Serves as guide for next meeting agenda• Provides resource for future reference

Minutes of Meetings

• Contents:– Date and time meeting called to order– Members present– Acceptance/correction of previous minutes– Announcements or new business

Minutes of Meetings

• Contents:– Short write-up of discussions– Date and time of next meeting– Time of adjournment– Signature of person taking minutes

Question

• True or False:– Minutes of meetings can serve as documents

for regulatory purposes.

Answer

• True• Minutes of meetings can serve as official

documents

Written Education Materialsfor Patients

• Important part of effective patient education• Example topics:

– Nutrition– Preparing for diagnostic test or surgery– Self-exams– Quitting smoking– Wound care

Written Education Materialsfor Patients

• Be accurate and well organized• Use appropriate reading level• Avoid technical language• Use illustrations, if appropriate• Maintain in computerized files

Confidentiality of Written Materials

• Must be inaccessible to unauthorized individuals

• Respect confidentiality at all times• Any document with patient’s name is

confidential

Proofreading Written Work

• All written work should be proofread– Verify content– Check organization– Read aloud– Check spelling by reading backward– Use spelling and grammar checkers

Proofreading Written Work

• Print out documents if difficult to proof on computer screen

• If unsure, check with qualified person• Have written work checked as required by

facility